Is this something they need to do often or just occassionally.
Because you can go to the incident list, add all the fields that are required to create a new incident. Make sure you don't include the number.
Right click and go to 'import'.
Click on 'insert'
Uncheck 'include all fields'.
Then Create Excel Template.
Have them fill it in. The drop downs for fields with drop down values will be there.
If they need specific reference values to be put in you can provide them the sysid of those. Such as CMDB reference or group or user.
Then when they provide that back to you, go back to the same screen and add the attachment.
Load it. It will create an import record for you. It will show you if the data is valid (sometimes you will get an invalid reference when you put a sysid on a reference field but it still works).
Then complete import and all records will be created.
I always do a test run of the import in my dev or test environment to make sure they provided correct values.
Best of luck,
Stacy
